Don’t Throw the Baby out with the Bathwater: Recreating a Valuable Feature of a Legacy System in a New Ticketing System

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dc.contributor.authorSeguin, Linda
dc.date.accessioned2023-06-14T20:17:29Z
dc.date.available2023-06-14T20:17:29Z
dc.date.issued2023-06-07
dc.description.abstractIn 2021, the USMAI library consortium replaced three disparate channels for receiving service requests with a single USMAI Service Desk, using Atlassian’s Jira Service Management (JSM) - Server software. One of the ticketing systems being replaced was the homegrown and aged AlephRx, which lacked some useful features typical of a modern ticketing system. However, AlephRx had one not-so-typical feature beloved by staff at USMAI libraries: all service requests, submitted by anyone, were visible to all logged-in users, creating a de facto knowledge base. This poster describes how systems librarians configured Jira Service Management - Server to preserve this functionality so valuable to our customers.
dc.identifierhttps://doi.org/10.13016/dspace/jyo6-phk2
dc.identifier.urihttp://hdl.handle.net/1903/29814
dc.language.isoen_US
dc.relation.isAvailableAtLibrary Research & Innovative Practice Forum
dc.relation.isAvailableAtDigital Repository at the University of Maryland
dc.relation.isAvailableAtUniversity of Maryland (College Park, Md)
dc.titleDon’t Throw the Baby out with the Bathwater: Recreating a Valuable Feature of a Legacy System in a New Ticketing System
dc.typePresentation
local.equitableAccessSubmissionYes

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